Break windshield during repair...

[tntglass]

What is everyone's policy if you break the windshield during the repair process? I've heard some companies say "nothing we can do, sorry."

We give a $100 credit towards the deductible (if possible) or cash price. I'm curious to see if there is a better way.

Also what do you explain to the customer when this happens?

Thank you.

[Auto Glass Rescue]

I have the customers read and sign this at the bottom of my invoice before I start the repair. Most don't question it at all.

"I the undersigned, authorize my insurance company to pay Auto Glass Rescue for all parts and services listed on this invoice. If my insurance company refuses to pay for part or all the total cost of these parts and services, I understand that I am responsible and agree to pay these charges within thirty days. If I do not have insurance coverage, I agree to pay in full at the time service is rendered unless prior arrangements have been made with Auto Glass Rescue. Due to the process of using pressure and vacuum cycles to repair laminated glass and the unstable properties of broken glass, the damaged area may develop additional cracks or existing cracks may increase in length. This problem is very rare and occurs in less than .1% of all windshield repairs performed. In the unlikely event that we cannot repair the damage to your satisfaction or additional windshield damage occurs, Auto Glass Rescue’s liability is limited to a refund of any amount charged for the attempted repair. I have been instructed as to the expectations; warranties and disclaimers involved with windshield repair and understand Auto Glass Rescue policies regarding these matters. Signing below indicates that you have read and agree to the terms set herein."

[tntglass]

Very helpful. Thank you.

[candyman]

I use almost the same info as the previous post. Why would you pay for somehting that is already damaged. If I can repair the WS the customer saves money. If I cant he gets it replaced at his or his insurance cost. Why would you give them more than what you charge to make the repair.

[glassdoctor]

If the job is for a good fleet account, then I would do whatever you need to, to keep them happy. Might be a couple freebies next time, might be buying a new piece of glass.

For retail work? We aren't on the hook for squat, unless you know you screwed up somehow. In that case, I might offer some type of compensation or help them get a killer deal on a replacement, etc.

Cracking the glass during the repair should be a really rare thing, especially on a chip that is "normal" and not a monster spider or one with that already has a runner or surface crack, etc. It can happen though and there may be nothing you could have done to see it coming, or prevent it.